May '21

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54 • RV PRO • May 2021 rv-pro.com I f you are a dealership F&I manager or business department employee, you should pay attention to the sobering statistics below from the National Sales Executive Association. Specifically, NSEA data shows: • 48 percent of salespeople never follow up with a prospect • 25 percent of salespeople make a second effort and stop • 12 percent of salespeople only make three contacts and stop • Only 10 percent of salespeople make more than three contacts At the same time, NSEA data shows: • 2 percent of sales are made on the first contact • 3 percent of sales are made on the second contact • 5 percent of sales are made on the third contact • 10 percent of sales are made on the fourth contact • 80 percent of sales are made on the fifth to 12th contact Based upon the highlighted data, it should be clear that you, as an F&I sales professional, must follow up with potential customers. And this is why so many busi- nesses have invested heavily in customer relationship management (CRM) systems. If you have not already done so, you should be learning how to navigate your company's specific computer system and how to make the most of it. Marketing is a science of "nines". What I mean by that is, whatever process you engage in, you must do it nine times in order to measure its effectiveness. The COVID-19 pandemic has changed the way the finance department communi- cates with most customers. Business models have adapted due to the lockdowns and the fact that many customers want contactless deliveries. The finance department also has to adapt. Many dealerships have historically relied upon the day of delivery to introduce the customer to the finance department. If you refer to the sales statistics at the beginning of this article, I am sure you will agree that this process is costing the department valuable opportunities. By Jan Kelly Jan Kelly is the president of Kelly Enterprises. She is a sales trainer and consultant, convention speaker, and writes frequently for industry publications. For information about training opportunities, call 800-336-4275 or visit www.JLKelly.com. Follow-up is Essential for F&I It's important customers hear from the F&I department before, during, and after the day of delivery through various points of contact. WOMEN IN BUSINESS Lorem ipsum WOMEN IN BUSINESS

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